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Quality issues with Tekton speakers....

I was reading all the buzz about these Tekton speakers and after sorting through all the reviews, decided to order a pair of the Pendragon (the big ones... $2,500 a pair).

When they arrived, I found them to be boxed well and in perfect shape, although one thing was very noticeable once I looked at the speakers. The woofers had a slightly different tone (color). The upper woofer in each tower was basically dark gray or black (like most paper woofers you might come across) and the lower woofers were slightly blue in color. After looking on the web some, I could not find a Pendragon speaker photo ANYWHERE that had this color difference. Since they did not come with speaker grilles, I knew the color difference would bother me as long as I owned the speakers.

I contacted Tekton (Eric Alexander) via e-mail and explained the issue. After almost a week of not hearing back, I sent another e-mail and his response was...

(copy and pasted right from my e-mail)... " I'm sorry. Please refresh my memory. What seems to be the problem? Thanks, Eric"

I described the issue again and he offered to exchange the speakers. I said there was no need to ship back a huge pair of 85 pound speakers and have him send me another pair and suggested maybe he just send me grilles at no charge to cover the speakers and I could live with the slight color difference in the woofers. I really feel that grilles should be included in a $2,500 price tag however.

All of these e-mails took several days to answer by the way.

He agreed and said he would get the grilles out right away... they were sent a few days later and upon arrival, I realized there was a pretty big problem. I had a normal type speaker grill with 4 pegs on the back and a speaker with no peg holes. After all the time, e-mails, no answers, etc., I was not interested in wasting any more time with the matter and asked for a partial refund through PayPal and asked a simple question... why send me grilles for a speaker that he just shipped to me with no holes to put them in? His reply was to offer to make new grilles and send "velcro dots" to affix them to the speakers with.... WOW.

The WORST part about all this: Within 30 minutes of making a PayPal claim about the issue and asking for a partial refund from him, Eric tried to call me right away... now that there was money at stake.

The really sad part of all this is that the speakers actually sound pretty damn good now that they are broken in... I just hope the quality and communication come up to the same level for the sake of Tekton as a company.
audiofreak32

Showing 4 responses by mikirob

mikirob
955 posts
 
I'll finally add my two cents since I have also been following this thread. I feel similar to Tls49. There is a lot of grey here. Eric did offer to exchange the speakers. The OP's reason for not doing so initially is a bit weird. The OP could have done as Tls49 suggested (get a call tag), and return the speakers. That was simply the right thing to do.

On the other hand Eric should be much, much, better with his customer service. Eric's speakers are real bargains and sound great; he is very innovative. I own several of his speakers, they all look great and play better. I have never had a problem with his service. Again, he offered to take the speakers back and to send you another pair. Why didn't you take him up on the offer?

I suspect we are not getting the complete story.
mikirob
955 posts
 
Additional consideration of Eric Alexander's product from EnjoyThe Music:
"Newcomers should buy this speaker to get a taste of what the High End is all about, and then consider upgrading everything else in their system. Seasoned audiophiles who don't need the ego-reinforcement of more exotic or more established brands, or who merely want to improve their system while still living within their means, should also give this one serious attention. Listening in the dark, you may think you spent a year's salary. And if your life is populated with adorable rug rats you won't get upset if they plaster the cabinets with stickers of Spiderman or Hello Kitty. Eric Alexander is certainly one of the more passionate speaker designers in the industry, building for sound quality at very reasonable prices rather than
targeting exotic technology and style. For that, as well as the Lore Reference, in particular, he deserves his second Blue Note Award.” For the record I have no affiliation with Mr. Alexander, or his company; but I did stay at a Holiday Inn and own his speakers. As additional back- up, read the 6 moons Review of Coincident Dynamo amp paired with the Tekton Mini-Lore, both of which I own.
mikirob
955 posts
 
Wtf, Wtf, it has everything to do with this thread. Eric makes very fine speakers chef, the OP was offered replacements, he didn't take Eric up on his offer, instead he complained about the cost of shipping (FYI nearly all manufacturers regardless, put this return cost on the consumer, right or wrong) so, the OP decided to complain on this forum rather than get the speaker replaced. I smell something fishy. Like going to Yelp with my friends giving your good restaurant bad reviews because we're competitors. Hey, it sort of reminds me of an episode of Chopped on the Food Network where a chef had red onions in a salad and got chopped because one of the judges didn't like red onions (really happened). Wtf, Wtf, what does this have to do with this thread? Everything. I think the OP was ridiculous for not getting a return tag, have Eric pay-up for shipping, get new speakers or a refund (30 day return).
mikirob
955 posts
 
I'm just laughing my ass off. I love the wtf b.s. Why don't you go get another tattoo wtf guy. Yeah, I go to your restaurant, get petty about too much salt, call my friends to Yelp you to negative death since nothing you do (comps), can please me. Further example, you claim to be first-rate, you attempt to make things right for me, but I will here none of it, my petty salt complaint grows bigger, I and my friends now hate you, your service all your good stuff doesn't matter to the many folks who might have visited your restaurant. My friends and I continue scream bloody Hell for weeks on end, hiding behind the Internet keyboard; we do, do damage to your business.

Now, Eric has built a number of terrific speaker models, has worked real hard building his business, rumor has it he is swamped with business, makes minor mistake and you want him nailed to a cross. You are just a bit too cavalier in harsh judgement of Eric (something stinks). As stated before, he offered to exchage the speaker for OP. That should have been enough. Some guys are just a little too trigger happy to sully a good rep over the Internet.

My wacko scenario above could happen to anyone. A tad of mercy and a benefit of doubt can go a long way in life. Might even help achieve a better outcome.
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